Phone calls, emails, and messaging are certainly powerful
communication tools, but sometimes, they can’t take the place of face-to-face
engagement. However, in-person meetings aren’t always possible or practical.
The shift towards remote and hybrid work, along with
digital-first customer interactions, has made video conferencing an
indispensable tool for small businesses. It enables virtual meetings that can
replace face-to-face experiences, fostering collaboration and strengthening
relationships with customers and teams around the country or around the
world—all while saving on real estate expenditures.
At 4th Platform, we understand the importance of leveraging
video meetings to enhance both customer and employee experiences. Here are
three ways small businesses can use video meetings to their customer experience
(CX) and employee experience (EX) advantage.
1. Enhance Collaboration and Communication
No matter where employees are located or what device they
use, they can hop on a video call to touch base with customers or co-workers.
The ease of screen sharing, real-time collaboration, and the ability to record
and transcribe meetings for future reference streamline workflows and
decision-making processes. This efficiency allows employees to spend more time
on core tasks and less on administrative activities, boosting overall
productivity.
An Owl Labs poll shows that 66% of employees say that
compared to in-person meetings, video meetings make participation more equal
and contributing easier.
Unlike phone calls, video conferencing allows
participants—be it employers or customers—to see facial expressions and pick up
important body language cues. Most importantly, it enables small businesses to
provide an immediate, personalised connection to a name and a face.
2. Increase Flexibility and Cost Savings
From an employee morale standpoint, video conferencing helps
remote employees stay connected and grants all team members the flexibility to
work outside of the office. Oh, and did we mention the money it saves on travel
for training, hiring, onboarding, and other team activities?
By reducing overhead costs, small businesses can pass on the
savings to their customers. Lower operational costs can lead to more
competitive pricing or additional resources that enhance customer service.
Moreover, the reduced need for in-person meetings means customers save on their
own travel expenses and time, adding another layer of convenience.
3. Improve Customer Experience and Support
Sales and support calls with customers can also take place
over video. Efficient communication through video meetings ensures that
customer inquiries and issues are addressed promptly—for example, solving
problems for property renters or assisting customers with product set-up and
training.
Quick resolutions and clear communication enhance the
customer experience, fostering loyalty and repeat business. Additionally, the
ability to share screens and demonstrate products in real-time can lead to
faster decision-making and purchases. Video calls are not only effective and
convenient, but they help build stronger relationships.
A Stellar Global poll of 1,000 consumers shows that 64% of
respondents have a strong preference for brands that offer personalised video
chat demos, and 60% believe that having the option for an online video chat
with a product expert would greatly reduce the chances of them abandoning their
shopping carts.
For small businesses, cloud-based video conferencing
solutions like those offered by 4th Platform provide scalability, high-quality
engagement, and important integrations with other key business tools and
applications, making it accessible and effective for business success, growth,
and resilience.
By embracing video meetings with 4th Platform, small
businesses can create a more collaborative, flexible, and customer-centric
environment, paving the way for sustained success in an increasingly digital
world.
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